Hello,
I have an issue that I believe may be a bug in 3CX call recording, but I wanted to get a second opinion before opening a ticket with 3CX support. We are running the latest 3CX version (20.0.5.551) and I have tried this on 3 different systems, 1 install on Debian and 2 installs on Windows and all have the same issue. We use generic SIP trunks but I have also reproduced this on one of 3CX supported ISP trunk vendors.
Issue:
We record all calls for certain extensions and we use the 3CX cell phone apps for iOS and Android exclusively. When you're on a call and the 3CX app goes into "recovering" mode and then is restored the call recording will still show active in the app, but if you go to listen to the recording later the recording will have stopped at the time the call was reconnecting. The reconnected leg of the call has no recording at all. This is a big issue if you have to record calls for compliance reasons. If you look in the call reports section it does show two legs of the call in there, one for before it goes into recovery and one for after it has recovered, but the recordings section only has one call and does not contain the audio from both legs.
How to reproduce the issue:
1. Set an extension to record all calls or external calls
2. Make a call from the 3CX app
3. Force the app to go into recovering mode by going into airplane mode or unplugging the internet connection if you're on Wi-Fi.
4. When the call reconnects say a couple words and then hang up
5. Go to Recordings in the management dashboard and download your call recording. Only one recording shows up for the call so it's not in parts.
6. Listen to the recording and verify the call stopped recording shortly after the app went into recovering mode. The reconnected part of the call where you spoke will not be there.
What I have tried:
1. In the extension settings verify record all calls and PBX delivers audio are both checked
2. Settings all legs of the call to PCMU and verified the codec did not change during the call
3. Verified the issue happens on a clean install on a new system
If anyone has run into this issue and has answers or can verify it on their systems to that would be great. Thanks!
I have an issue that I believe may be a bug in 3CX call recording, but I wanted to get a second opinion before opening a ticket with 3CX support. We are running the latest 3CX version (20.0.5.551) and I have tried this on 3 different systems, 1 install on Debian and 2 installs on Windows and all have the same issue. We use generic SIP trunks but I have also reproduced this on one of 3CX supported ISP trunk vendors.
Issue:
We record all calls for certain extensions and we use the 3CX cell phone apps for iOS and Android exclusively. When you're on a call and the 3CX app goes into "recovering" mode and then is restored the call recording will still show active in the app, but if you go to listen to the recording later the recording will have stopped at the time the call was reconnecting. The reconnected leg of the call has no recording at all. This is a big issue if you have to record calls for compliance reasons. If you look in the call reports section it does show two legs of the call in there, one for before it goes into recovery and one for after it has recovered, but the recordings section only has one call and does not contain the audio from both legs.
How to reproduce the issue:
1. Set an extension to record all calls or external calls
2. Make a call from the 3CX app
3. Force the app to go into recovering mode by going into airplane mode or unplugging the internet connection if you're on Wi-Fi.
4. When the call reconnects say a couple words and then hang up
5. Go to Recordings in the management dashboard and download your call recording. Only one recording shows up for the call so it's not in parts.
6. Listen to the recording and verify the call stopped recording shortly after the app went into recovering mode. The reconnected part of the call where you spoke will not be there.
What I have tried:
1. In the extension settings verify record all calls and PBX delivers audio are both checked
2. Settings all legs of the call to PCMU and verified the codec did not change during the call
3. Verified the issue happens on a clean install on a new system
If anyone has run into this issue and has answers or can verify it on their systems to that would be great. Thanks!
